TalkTalk is the worst performer for customer service among broadband providers, while Vodafone and Virgin Mobile have turned in below-average scores among mobile companies, an Ofcom survey has found.

TalkTalk customers are less likely to recommend their provider to a friend and their overall satisfaction is below average, according to the "most comprehensive" survey the regulator has carried out into telecoms firms.

TalkTalk scored poorly on most customer service measures. Ofcom said its customers are less satisfied with reliability, more likely to have a reason to complain and less satisfied with how their complaints are handled than any other provider.

Tesco Mobile and giffgaff customers were more likely to recommend their provider to a friend, while the two providers as well as EE generally scored highly compared to the sector average for the quality of their service.

Ofcom encouraged customers to compare providers and switch if they are "not getting the service they deserve".

Lindsey Fussell, Ofcom's consumer group director, said: "People often focus on price when they're choosing a phone or broadband provider. But there are big differences in the customer service offered by providers.

"We're encouraging people to look beyond the price and consider customer service too. In such a competitive market, companies simply can't afford to let their service standards slip.

"If they don't up their game, customers can vote with their feet."

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Citizens Advice chief executive Gillian Guy said: "Consumers deserve services that meet the demands of modern life, yet these new figures show that not all providers are delivering. Citizens Advice research also reveals that loyal customers face higher prices in the telecoms market.

"There are clearly some issues that need tackling. The Government's Consumer Green Paper offers an opportunity to strengthen consumers' hands by establishing an independent telecoms consumer advocate. This would help address poor service and ensure the consumer voice is heard in this increasingly important market."

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Minister for digital Margot James said: "Broadband and mobile phones have become modern-day necessities, and we all know how frustrating it is when it doesn't work.

"We've introduced a raft of measures with Ofcom to help protect consumers, including receiving compensation when their service falls short, and making it easier for customers to switch provider if they're not getting what they've paid for and are entitled to."

Bad broadband: Your rights

We've all been there - here's what to do next time it happens to you (Image: Getty)

"And if they aren't able to resolve your complaint internally, there are still options.

"People have a right to contact the free-to-use independent resolution scheme for their provider to get things sorted - in telecoms this will either be CISAS or Ombudsmen Services."

Your broadband provider has a legal obligation to deliver what you pay for - and what you were sold. These are your rights (you may want to use these when following the steps above):

All goods and services must be of satisfactory quality, fit for purpose, delivered as described, and provided to a proper standard of workmanship. In other words, your broadband should work.

Both you and your broadband provider must comply with the terms on your contract. If you consider your provider to be in breach of the contract - e.g. if you're not being delivered consistent service - you have the right to cancel it.

The contract with your broadband provider must be fair.

You have the right to cancel your contract at any point - though in some circumstances you'll need to pay a fee.